Operations Administrator

Ricoh Canada Production Print; Burnaby; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading technology solutions provider is seeking an Operations Administrator to oversee Sales Order intake, contract maintenance, and ensure customer satisfaction. This role involves collaboration with various teams, managing delivery standards, and reporting on KPIs. Candidates should have post-secondary education and at least two years of relevant experience. Strong communication skills and proficiency in tools like Power BI are essential. Competitive benefits are provided.

Benefits

Medical, dental, life, and disability insurance

Retirement plan with company matching

Tuition assistance programs

Paid vacation time and holidays

Ongoing personal and professional development benefits

Qualifications

• Minimum 2 years experience in roles with similar responsibility.
• Previous administrative and customer service support experience.
• Proficient in MS Office applications, Excel skills required.

Responsibilities

• Deliver Ricoh Managed Document Services as per SLA.
• Collaborate with cross-functional teams within Ricoh.
• Analyze and report on KPI’s.

Skills

Excellent verbal and written communication skills

Proficiency in MS Office applications

Experience with Power BI

Ability to multitask

Education

Post Secondary Education (Technical Degree, Diploma or Certificate)

Tools

MS Office

Power BI

Baan or any ERP system

Job description

Overview

Operations Administrator under the supervision of the Service Delivery Manager, with overall responsibility for Sales Order intake, Contract Maintenance, Customized Billing & 3rd Party Vendor Management for an assigned account. The role encompasses the customer experience, pre-sales and post-sales support activities, and manages order entry and contract processes and 3rd party vendor management.

Responsibilities

• Part of a team responsible for delivering Ricoh Managed Document Services in accordance to client contract, SLA and Statement of Work specifications primarily through remote work, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh;
• Collaborate and be the liaison between the Managed Services Team and cross-functional departments within Ricoh
• Assist in the design, development and documentation of printing support processes and procedures
• Service Level Agreement compliance - focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs
• Fleet optimization services/analysis and identifying opportunities for technology utilization and continuous improvement throughout term of the agreement
• Collect, analyze and report on KPI’s as well as provide trend analysis;
• Prepare monthly and quarterly reports; conduct analysis and assist with client reviews as required;
• Provide support for the Supervisor/Service Delivery Manager;
• Other duties as assigned by manager.

Qualifications

• Post Secondary Education (Technical Degree, Diploma or Certificate)
• Minimum 2 years experience in roles with similar responsibility, scope or skills
• Previous administrative and customer service support experience

Skills

• Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications
• Proficient in MS Office applications with demonstrated Excel skills, Visio and SharePoint an asset
• Proficiency in Power BI, report generation, online workspace, data flow and remote gateway is a must
• Experience with Baan or any ERP system considered a plus
• Working knowledge of scanning, networking and printing technologies
• Ability to work independently, or as part of a team and take initiative to improve the customer experience
• Ability to assess situations and act with a high level of urgency
• Ability to multitask in a fast paced operation and prioritize objectives
• Effective planning, organizational and time management skills
• Strong attention to detail

About Us

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself

At Ricoh, you can:

• Select the medical, dental, life, and disability insurance coverage that fits your needs.
• Contribute to your financial security with Ricoh Canada’s Retirement plan, with company matching contributions.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually.
• Tap into many other benefits to enhance your health, wellness and ongoing personal and professional development.